Tistha Kohli

Experience

• 

  IBM

  Oct 2017 - now

  • Demonstrate active role in identifying, updating, and communicating with Helpdesk, Support Staff, Support Group, Clients & Users on Critical Issues.• Ensure that all Incidents, Requests and Tasks in Level-2 Queues are completed within the SLA.• Responsible to identify the impact and advice necessary actions from Helpdesk perspective whenever critical Change occur. • Work with Service delivery manager and Service availability manager during service interruption on coordinating with the objective of restoring service at the earliest • Monitor & update White Board for any planed or unplanned outages/Change during business or non-business hours. • Identifying and remediating misrouted incidents to the appropriate teams for diligent closure.• Single point of contact for all IBM internal Major Incidents. • Represent the first stage of escalations for Incidents. Show less

  • Project Manager

    Dec 2023 - now

  • Team Lead

    Jan 2022 - Nov 2023

  • Subject Matter Expert - Incident Management

    May 2021 - Dec 2021

  • Incident Coordinator

    Jul 2019 - May 2021

  • Technical Support Associate

    Oct 2017 - Jul 2019